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AOL Deploys Knowledge to
Boost Agent Productivity
Joined:August 2008
Residence: Chicago, Illinois
​ Certified Service Cloud Expert in Salesforce.com
​ Provide Service Cloud expertise to ensure customer success
​ Strengths: Service Cloud, Knowledge, Support Processes, KCS
​ Worked on 20+ B2B and B2C Service Cloud in past 10 years
​ Customer: Pearson Education, Ally Bank, Harman, Seagate, BRP, Motorola
​ Prior to Salesforce: InStranet, Parlano, PwC
​ Cheech Moore
Senior Service Cloud Architect
cheech.moore@salesforce.com
630-886-4247
@cheech_sfdc
cheechmoore (Skype)
Trends in Knowledge
Cheech Moore
Sr. Service Cloud Architect
Yesterday’s Customer
Service Solutions
Your Customers
Not built for mobile Personalized: want answers wherever they are, in context
Smarter: want the right answers the first time
Faster: needs constantly evolving
Disconnected customer data
Not built for speed
The Customer Experience Gap
Trends in Knowledge
•  Single Source of Knowledge
•  Serves Agents and Customers
•  Seamless integration to products
Across Channels1
Trends in Knowledge
Consume Anywhere
•  Knowledge at your fingertips
•  Access wherever you are
•  Flexible display, rigid security
•  Single Source of Knowledge
•  Serves Agents and Customers
•  Seamless integration to products
Across Channels1 2
Trends in Knowledge
Consume Anywhere Maximize Process (KCS)
•  Knowledge at your fingertips
•  Access wherever you are
•  Flexible display, rigid security
•  FCR: 50% increase
•  Case Deflection: 50% increase
•  Agent Satisfaction: 40% higher
•  Single Source of Knowledge
•  Serves Agents and Customers
•  Seamless integration to products
Across Channels1 2 3
Find
Articles
Measure
Success
Provide
Feedback
Deliver
Article
Create
Case
Salesforce Knowledge: Enterprise Core Objectives
​ Customer Success Platform
• System Assisted / Recommended
• Self-Help (Search / Filtering)
• Communities
Find Relevant
Content
• Expose Articles on Any Device
• Fully Integrated into Chatter Answers
• Convert Best Answer into a New Article
Empower
Customers
• Push Relevant Articles at Right Time
• Embedded in Case Resolution Process
• Recognize and Award Contributors
Empower
Knowledge
Workers
1
2
3
How AOL Deployed
Knowledge to Boost
Agent Productivity
Michelle Manbeck
Program Director, Training and Knowledge Management
AOL
AOL Overview
​ From IM, Dial Up and CDs to…
​ Over 20 member benefits
​ Advertising
​ Video
​ Huffington Post Media Group
​ Over 100 brands & products
supported on help.aol.com
​ Then and Now
Challenges
​ Cumbersome and
ineffective process for
agents to submit
feedback on articles
​ Content managed
independently for
International markets
​ Tool limitations for
authoring and managing
content
​ Unorganized content and
structure
​ Where we were
Goals
​ What we wanted to accomplish
Reduce
Cost
Improve
Experience
Increase
Productivity
Why Salesforce
​ Factors we considered
Reduce CostsImprove User Experience
Increase Productivity
Consolidation of tools
$100,000 savings / year
Consolidation of tools & vendors
Streamlined feedback process
User friendly content
organization
Ability to submit support tickets /
cases from help site
Integration with backend tools to
provide customized content
Improved search functionality Integration of knowledge with
case management
New authoring functionality
Real-time, easy to use reporting
Streamlined management of
international content
How AOL Uses Knowledge
​ Some of our favorite things
AOL Deploys Knowledge to Boost Agent Productivity (January 22, 2015)
AOL Deploys Knowledge to Boost Agent Productivity (January 22, 2015)
How AOL Uses Knowledge
​ Some of our favorite things
How AOL Uses Knowledge
​ Some of our favorite things
How AOL Uses Knowledge
​ Some of our favorite things
​  ​ 
Key Learnings
​ Our top 2 takeaways
Structure is SO important
Drives organization
Allows for more detailed reporting
Simplifies content migration
Visibility increases feedback
No “black hole”
Drives accountability
Feedback deemed important
Ease of locating content Knowledgebase content improves
AOL Deploys Knowledge to Boost Agent Productivity (January 22, 2015)
Core Salesforce Knowledge Capabilities
•  Create articles easily /
moderate publication
•  Use analytics to
understand KB usage and value
•  Fill Gaps: missing articles
•  Corporate website,
Facebook,
product / application
•  Deliver on every device: phone,
tablet, desktop / laptop
•  Keywords: statistical approach
•  Language Recognition:
stemming, spell check
correction
•  Article Usage:
Most Viewed, Attached to
Solved Cases
•  Articles suggested in context of
solving cases
•  Share in 1-click with customers
•  Recognize contributors
Empower
Knowledge
Workers
Advanced
Search
Technology
Collaboration
& Analytics
Expose
Content

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AOL Deploys Knowledge to Boost Agent Productivity (January 22, 2015)

  • 1. AOL Deploys Knowledge to Boost Agent Productivity
  • 2. Joined:August 2008 Residence: Chicago, Illinois ​ Certified Service Cloud Expert in Salesforce.com ​ Provide Service Cloud expertise to ensure customer success ​ Strengths: Service Cloud, Knowledge, Support Processes, KCS ​ Worked on 20+ B2B and B2C Service Cloud in past 10 years ​ Customer: Pearson Education, Ally Bank, Harman, Seagate, BRP, Motorola ​ Prior to Salesforce: InStranet, Parlano, PwC ​ Cheech Moore Senior Service Cloud Architect cheech.moore@salesforce.com 630-886-4247 @cheech_sfdc cheechmoore (Skype)
  • 3. Trends in Knowledge Cheech Moore Sr. Service Cloud Architect
  • 4. Yesterday’s Customer Service Solutions Your Customers Not built for mobile Personalized: want answers wherever they are, in context Smarter: want the right answers the first time Faster: needs constantly evolving Disconnected customer data Not built for speed The Customer Experience Gap
  • 5. Trends in Knowledge •  Single Source of Knowledge •  Serves Agents and Customers •  Seamless integration to products Across Channels1
  • 6. Trends in Knowledge Consume Anywhere •  Knowledge at your fingertips •  Access wherever you are •  Flexible display, rigid security •  Single Source of Knowledge •  Serves Agents and Customers •  Seamless integration to products Across Channels1 2
  • 7. Trends in Knowledge Consume Anywhere Maximize Process (KCS) •  Knowledge at your fingertips •  Access wherever you are •  Flexible display, rigid security •  FCR: 50% increase •  Case Deflection: 50% increase •  Agent Satisfaction: 40% higher •  Single Source of Knowledge •  Serves Agents and Customers •  Seamless integration to products Across Channels1 2 3 Find Articles Measure Success Provide Feedback Deliver Article Create Case
  • 8. Salesforce Knowledge: Enterprise Core Objectives ​ Customer Success Platform • System Assisted / Recommended • Self-Help (Search / Filtering) • Communities Find Relevant Content • Expose Articles on Any Device • Fully Integrated into Chatter Answers • Convert Best Answer into a New Article Empower Customers • Push Relevant Articles at Right Time • Embedded in Case Resolution Process • Recognize and Award Contributors Empower Knowledge Workers 1 2 3
  • 9. How AOL Deployed Knowledge to Boost Agent Productivity Michelle Manbeck Program Director, Training and Knowledge Management AOL
  • 10. AOL Overview ​ From IM, Dial Up and CDs to… ​ Over 20 member benefits ​ Advertising ​ Video ​ Huffington Post Media Group ​ Over 100 brands & products supported on help.aol.com ​ Then and Now
  • 11. Challenges ​ Cumbersome and ineffective process for agents to submit feedback on articles ​ Content managed independently for International markets ​ Tool limitations for authoring and managing content ​ Unorganized content and structure ​ Where we were
  • 12. Goals ​ What we wanted to accomplish Reduce Cost Improve Experience Increase Productivity
  • 13. Why Salesforce ​ Factors we considered Reduce CostsImprove User Experience Increase Productivity Consolidation of tools $100,000 savings / year Consolidation of tools & vendors Streamlined feedback process User friendly content organization Ability to submit support tickets / cases from help site Integration with backend tools to provide customized content Improved search functionality Integration of knowledge with case management New authoring functionality Real-time, easy to use reporting Streamlined management of international content
  • 14. How AOL Uses Knowledge ​ Some of our favorite things
  • 17. How AOL Uses Knowledge ​ Some of our favorite things
  • 18. How AOL Uses Knowledge ​ Some of our favorite things
  • 19. How AOL Uses Knowledge ​ Some of our favorite things
  • 20. ​  ​  Key Learnings ​ Our top 2 takeaways Structure is SO important Drives organization Allows for more detailed reporting Simplifies content migration Visibility increases feedback No “black hole” Drives accountability Feedback deemed important Ease of locating content Knowledgebase content improves
  • 22. Core Salesforce Knowledge Capabilities •  Create articles easily / moderate publication •  Use analytics to understand KB usage and value •  Fill Gaps: missing articles •  Corporate website, Facebook, product / application •  Deliver on every device: phone, tablet, desktop / laptop •  Keywords: statistical approach •  Language Recognition: stemming, spell check correction •  Article Usage: Most Viewed, Attached to Solved Cases •  Articles suggested in context of solving cases •  Share in 1-click with customers •  Recognize contributors Empower Knowledge Workers Advanced Search Technology Collaboration & Analytics Expose Content